Abstract: A method, computer program product, and computer system are described for providing decision instructions for problem incidents in information technology (IT) systems. The method includes categorizing incident instances as incident types, where an incident instance includes one or more events having resources identifying one or more hosts specific to the incident instance and wherein an incident type categorizes incident instances having a common underlying problem with the incident type having generalized resources. The method includes generating decision instructions for an incident type wherein the decision instructions provide generalized command steps for interacting with hosts for the resolution of incident instances of the incident type.

Abstract: A computer-implemented method for generation of dashboard templates for operations management is disclosed. The computer-implemented method includes monitoring a user interactions with an editable dashboard user interface when handling issue instances to gather chart selections, wherein a chart is a graphical visualization of one or more parameters of a data source. The computer-implemented method further includes identifying an issue type to chart pairs from the gathered chart selections and, for each pair, generalizing the one or more data source parameters. The computer-implemented method further includes identifying from the gathered chart selections common associations between the issue type and a chart visualization type.

Abstract: A method, a computer program product, and a computer system co-assign operators to service an incident with a first operator educating a second operator of skills used in servicing the incident. The method includes determining a type of incident and determining a command group used for the type of incident according to a first mapping based on historical resolutions of historical incidents. The method includes determining the first operator for co-assignment according to a second mapping based on successful historical resolutions of historical incidents by the first operator. The method includes determining the second operator for the co-assignment according to the second mapping that further maps the command group and the second operator based on a lack of experience in using the command group. The method includes co-assigning the incident to the first operator and the second operator.

Abstract: A computer-implemented method for generation of dashboard templates for operations management is disclosed. The computer-implemented method includes monitoring a user interactions with an editable dashboard user interface when handling issue instances to gather chart selections, wherein a chart is a graphical visualization of one or more parameters of a data source. The computer-implemented method further includes identifying an issue type to chart pairs from the gathered chart selections and, for each pair, generalizing the one or more data source parameters. The computer-implemented method further includes identifying from the gathered chart selections common associations between the issue type and a chart visualization type.

Abstract: Aspects of the present invention disclose a method for automated incident prioritization in network monitoring systems. The method includes one or more processors determining historical sentiment impact scores for one or more incident parameters based at least in part on textual content of customer feedback and changes of a customer sentiment during a time period corresponding to one or more system incidents of the time period. The method further includes assigning a classification to the one or more system incidents, wherein the classification corresponds to the one or more incident parameters. The method further includes determining an active incident sentiment impact score for each of one or more active incidents. The method further includes applying the active incident sentiment impact scores as a factor to prioritize incident handling of the one or more active incidents.

Abstract: A method, a computer program product, and a computer system co-assign operators to service an incident with a first operator educating a second operator of skills used in servicing the incident. The method includes determining a type of incident and determining a command group used for the type of incident according to a first mapping based on historical resolutions of historical incidents. The method includes determining the first operator for co-assignment according to a second mapping based on successful historical resolutions of historical incidents by the first operator. The method includes determining the second operator for the co-assignment according to the second mapping that further maps the command group and the second operator based on a lack of experience in using the command group. The method includes co-assigning the incident to the first operator and the second operator.

Abstract: Aspects of the present invention disclose a method, computer program product, and system for predicting cost reduction of event correlation in fault event management. The method includes one or more processors receiving a plurality of candidate correlation groups of events in a set of fault events. The method further includes, for each candidate correlation group of events, one or more processors predicting a resource cost reduction in resolving the respective correlation group of events compared to resolving all events in the respective correlation group individually. The method further includes one or more processors analyzing the predicted resource cost reductions for the plurality of candidate correlation groups of events. The method further includes one or more processors selecting a candidate correlation group based on the analysis of predicted resource cost reductions.

Abstract: A method, a computer program product, and a computer system assign an operator to service an incident. The method includes determining a type of incident. The method includes determining a command group based on the type of incident according to a first mapping. The first mapping is indicative of a mapping between the command group and the type of incident based on historical resolutions of historical incidents. The command group includes at least one command used in resolving the type of incident for a historical incident. The method includes determining an operator who has used the command group according to a second mapping. The second mapping is indicative of a mapping between the command group and the operator based on historical resolutions of historical incidents. The operator has used at least one command in the command group. The method includes assigning the operator to the incident.